Technical Support Team Lead, Pressable

At Pressable, a managed WordPress hosting service, we’re seeking a dynamic and experienced Team Lead for our growing 24/7 Technical Support team. This role is a “player-coach” position, where you will be instrumental in ensuring our customers receive world-class support while simultaneously elevating the performance and technical growth of your team. As a working manager in a fast-paced environment, your primary focus will be on supporting, coaching, and enabling our team of highly technical Support Engineers. You will manage their day-to-day performance by providing regular coaching and performance feedback. You will accurately track various metrics and SLAs to ensure that our customer-facing standards are met, and work  with leadership to develop and implement new support initiatives. As this is a hybrid role, you’ll also be expected to work in our support queue as needed, responding to customer inquiries through email-based tickets and live chats. You will also work cross-functionally with our Sales, Product, and broader Automattic teams to provide seamless solutions and relay valuable customer feedback to inform future development. Responsibilities: Manage, mentor, and develop a team of Technical Support Engineers, fostering a collaborative and high-performing environment that provides a world-class experience for our customers. Set clear performance goals and expectations, and ensure they are met by regularly assessing individual and team performance, as well as providing timely feedback and coaching. Lead by example as a player-coach, directly engaging with customers by answering complex technical questions, performing website performance audits, and migrating customer websites.  Serve as a point of escalation, resolving complex or difficult customer interactions in a positive way. Identify, develop, and implement new strategies to drive improvements in customer satisfaction, team efficiency, and the overall quality of our product offering. Actively monitor and report on the performance of our support team to ensure standards, policies, and SLAs are consistently met or exceeded. Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team. Manage scheduling, including reviewing and approving time-off requests, adjusting schedules for coverage, and arranging extra coverage from third-party contractors. Collaborate with the Head of Support to design and implement changes based on the needs of the department, the company, and our customers. Conduct scheduled one-on-one meetings with your team, taking time to connect with them as well as providing feedback and coaching to help them further develop in their career. About You: You are a results-oriented leader with a passion for customer support and team development. You thrive in a dynamic start-up environment and are comfortable wearing multiple hats. You possess a strong understanding of how to effectively interact with custome...